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Report For Chemere No last name given. at Essex House

Report For Chemere No last name given. at Essex House

0%
Current Score
80%
Average Score
  • 80%
    2-14-2020
  • 25%50%75%100%

Performance Evaluations

Telephone - 100 points possible

  • 1. Were you able to reach a Live Leasing Professional on your first attempt? Please state in the comment box the dates and times you called before you were able to speak to a Leasing Professional.Yes0/0
  • 2. Did the Leasing Professional answer with the name of the community? (State the exact greeting in the comment box at the end of the section).Yes3/3
  • 3. Did the Leasing Professional identify him/herself?Yes3/3
  • 4. Did the Leasing Professional obtain your name during the telephone presentation?Yes3/3
  • 5. Did the Leasing Professional effectively use your name in conversation? (If so, please state in the comment box how many times they used your name in conversation)Yes3/3
  • 6. Did the Leasing Professional convey a warm and inviting attitude? (Please explain in the comment box at the end of the section.)Yes3/3
  • 7. Did the Leasing Professional ask for your telephone number? Yes15/15
  • 8. Did the Leasing Professional ask for your email/physical address?No0/3
  • 9. Did the leasing agent ask for your preferred method of contact?N/A3/3
  • 10. Did the Leasing Professional ask how you knew about the community?No0/3
  • 11. Did the Leasing Consultant determine apartment size?Yes3/3
  • 12. Did the Leasing Consultant determine move-in date?Yes3/3
  • 13. Did the Leasing Consultant determine number of occupants?Yes3/3
  • 14. Did the Leasing Consultant determine if you had any pets?No0/3
  • 15. Did the Leasing Consultant determine your price range?Yes3/3
  • 16. Did the Leasing Professional determine specific needs (i.e. w/d connections, up/downstairs, fireplace)?No0/3
  • 17. Did the Leasing Professional ask your reason for moving?Yes3/3
  • 18. Did the Leasing Professional suggest you visit the company website?Yes3/3
  • 19. Did the Leasing Professional describe apartment features and/or amenities? (Please explain in the comment box at the end of the section.) Yes3/3
  • 20. Did the Leasing Professional create a sense of urgency?No0/3
  • 21. Did the Leasing Professional extend an invitation for you to visit the community?N/A3/3
  • 22. Did the Leasing Professional try to set a specific appointment? (Please explain in the comment box at the end of the section.)Yes15/15
  • 23. Did the Leasing Professional offer directions to the community?No0/3
  • 24. Based on the Leasing Professional's presentation, were you motivated to visit the community? Yes5/5
  • 25. Did you feel valued by by the Leasing Professional? (Please state how you felt in the comment box).Yes5/5
  •  Total: 82/100
    82
    82

Telephone Comments (Please provide the phone conversation from start to finish. All details are necessary.) How many rings before the Leasing Professional picked up?:

First Call (4:01 PM on 2/11/20 for 1:54 minutes):

After the 2nd ring the agent answered and stated the name of the property. She did not introduce herself. I told her I was checking on availability of their apartments. She asked me what size apartment I needed and I told her a one-bedroom. She said the one-bedrooms are $1,156. She said I would have to make a minimum of $39,634 and I could not exceed $49,000. She told me what I would need to apply.

I paused and waited for her to ask me more questions. When she did not, I asked her if they had a model I could see. She said she had a one bedroom I could see and she told me she had an appointment available for 10:30 AM the following day; However, she said I would have to be pre-screened. She went on to inform me the manager would do that. She said she would take my information and have the manager give me a call or I could call back and ask for Chemere. As she began to explain the pre-screening questions, she dropped the phone then the phone hung up.

Second Call (4:10 PM on 2/11/20 for 5:52 minutes):

I called Natasha back and she answered. I mentioned I was still on the phone when she hung up and she insisted I hung up on her. I moved on in conversation. I asked if I had to call back and get the Assistant Property Manager on the phone before I could make an appointment as we had discussed in the prior call. Natasha kindly explained the pre-qualifying process that happens before a tour is scheduled so she said I would have to speak with the manager. I asked Natasha for the managers name and she spelled it for me. Natasha took my name and phone number for Chemere to call me back. I asked where I could find the requirements online and she said they had a brand-new website and she wasn’t sure where to find the information. The phone was dropped again and the call was almost disconnected once more. She did apologize this time. We confirmed my call back from Chemere and said our goodbyes.

Third Call (11:22 AM on 2/12/20 for 6:39 minutes):

I did not receive a call back the following day and it was already after 11:00 AM so I called for Chemere. Chemere answered and stated her name and the name of the property. I didn’t catch her name and I asked for Chemere. She politely introduced herself. I told her I had called yesterday and spoke with a Natasha and Chemere didn't seem to be aware of my call the day before.

Chemere asked what size apartment I needed. I told her a one bedroom. She said let me check the availability. She then asked for my name and phone number. She began using my name in conversation. She asked how many occupants and I told her just me. She asked if I was currently employed and I said I was. She asked if I was currently on a lease and when was I looking to move. I told her I was selling my house and so I was looking for the 2nd or 3rd week in March.

Chemere went on to tell me she had a one bedroom on the fifth floor and it is 60% tax credit unit. She gave me the minimum and maximum income I would need to make. I confirmed I would be in that range. She said she had the one bedroom available facing a Sligo Creek. She asked what time would work and we agreed on Friday, February 14th for an appointment. She asked me to bring in a $25 money order plus proof of income. I assured her I wanted I didn’t want to sign anything until I viewed all my options. She was very professional in explaining to me why that verify all criteria when I arrive for my tour.

I confirmed I would be meeting with Chemere since I had called the day before and spoke with a Natasha. Chemere informed me that Natasha was a temp. I informed Chemere that Natasha had dropped the phone and then it hung up. She apologized and said she would address that with Natasha. Chermere told me they are in the middle of re-certification process and the temps help out with that. We confirmed Friday at 11:45 AM and said our goodbyes.

Overall, Chemere was very professional and thorough in explaining the entire pre-qualifying process so it made me feel comfortable that I wouldn’t be signing anything before taking a tour and until I was ready to make a decision.

Community Information

  • 1. Did you easily locate the community?Yes0/0
  • 2. Were the main community signs clear, visible and in good condition?Yes0/0
  • 3. Were there adequate signs directing you to the community?Yes0/0
  • 4. Was the leasing office easy to find?Yes0/0
  • 5. Were the lawns and landscaping neat and trim, and free of all trash?Yes0/0
  • 6. Was the general appearance of the parking area in good condition and free of trash?Yes0/0
  • 7. Was the leasing office clean, neat, and orderly?Yes0/0
  • 8. Did the leasing office communicate warmth and welcome?Yes0/0
  • 9. Was your first impression of the community and curb appeal a positive one?Yes0/0
  •  Total: 0/0
    0
    NAN

Greeting - 20 points possible

  • 1. Did the Leasing Professional greet you with a smile, or if busy, acknowledge you immediately?Yes2/2
  • 2. Did the Leasing Professional stand to greet you?Yes2/2
  • 3. Did the Leasing Professional shake your hand?Yes0/0
  • 4. Did the Leasing Professional introduce him/herself?Yes2/2
  • 5. Did the Leasing Professional obtain your name during the visit?Yes2/2
  • 6. Did the Leasing Professional continue to use your name in the conversation?No0/2
  • 7. Did the Leasing Professional ask you to sit down?N/A2/2
  • 8. Did the Leasing Professional make a positive first impression and appear genuinely interested in helping you?Yes3/3
  • 9. Was the Leasing Professional professionally dressed (i.e. business casual or uniform)? Yes2/2
  • 10. Was the Leasing Professional wearing a nametag? Yes1/1
  • 11. Did the Leasing Professional remember your telephone call?Yes1/1
  • 12. Did the Leasing Professional have previous information on you readily available?N/A1/1
  • If the phone agent was out, was someone else able to help you from the information previously taken over the phone? (Please explain in the comment section below.) Yes0/0
  •  Total: 18/20
    18
    90

Comments (Please explain in detail your experience as you entered the leasing office). :

There was ample parking when I pulled into the lot. I saw the leasing office but the awning was very faded. I walked into the office. Chemere was standing and greeted me. I told her I called the other day and she recalled our conversation. We stood at the tall front desk as she asked me for my ID before the tour. I was not invited to have a seat to review my apartment needs nor any of my information.

Indentify Needs - 26 points possible

  • 1. Was a guest card completed on paper or electronically? (State who filled out the guest card in the comment box at the end of the section.) No0/3
  • 2. Did the Leasing Professional determine how you knew about the Community?No0/3
  • 3. Did the Leasing Professional identify size of apartment you needed?Yes1/1
  • 4. Did the Leasing Professional identify your move-in date?Yes1/1
  • 5. Did the Leasing Professional identify number of occupants?Yes1/1
  • 6. Did the Leasing Professional identify phone number and/or email address?Yes3/3
  • 7. Did the Leasing Professional identify price range or budget?Yes1/1
  • 8. Did the Leasing Professional identify if you have any pets?No0/1
  • 9. Did the Leasing Professional identify where you live now?Yes1/1
  • 10. Did the Leasing Professional ask why you were moving?Yes1/1
  • 11. Did the Leasing Professional determine if you had any specific needs or preferences (i.e. location, etc.)?Yes1/1
  • 12. Did the Leasing Professional create rapport while attempting to determine your needs? (Please explain in the comment box at the end of the section). Yes2/2
  • 14. Did the Leasing Professional discuss the features and benefits of the model/vacant apartment? (Answer based on an actual tour of a model or using a floorplan/brochure.)Yes3/3
  • 15. Did the Leasing Professional request you to provide your identification before taking you to a vacant apartment? Yes3/3
  •  Total: 18/25
    18
    72

Comments on Qualifying Needs. (Please state in when the guest card was filled out - Before/During/After the Tour).:

After entering the leasing office, Chemere was already standing. She confirmed my apartment size and she immediately began the tour after taking my ID. We did not sit down and review any Qualifying questions. Some of the questions were asked during the tour and over the phone.

Demonstrating - 19 possible points

  • 1. Did you view a vacant or model? Yes0/0
  • 2. Did the Leasing Professional take a scenic yet convenient route to the vacant?Yes1/1
  • 3. Did the Leasing Professional ask if your move date was flexible?N/A1/1
  • 4. Did the Leasing Professional take control of the presentation and exhibit enthusiasm?Yes1/1
  • 5. Did the Leasing Professional try to learn more about you throughout the tour?Yes2/2
  • 6. Did the Leasing Professional mention the professional management?No0/1
  • 7. Did the Leasing Professional mention 24-hour maintenance services?Yes1/1
  • 8. Did the Leasing Professional discuss features and benefits of the apartment? (Pleas explain in the comment box at the end of the section.)Yes2/2
  • 9. Did the Leasing Professional discuss and/or point out community facilities? (Please explain in the comment box at the end of the section.)Yes2/2
  • 10. Did the Leasing Professional discuss neighborhood facilities (i.e. shopping, restaurants, entertainment) or neighborhood conveniences?Yes1/1
  • 11. Did the Leasing Professional get you actively involved in conversation during the tour?Yes1/1
  • 12. Did the Leasing Professional show an apartment that was clean and made ready? If not, please explain in the comment box at the end of the section. Yes3/3
  • 13. Did the Leasing Professional effectively overcome your objection(s)? Please explain in the comment box at the end of the section. Yes2/2
  • 14. Did the Leasing Professional begin asking closing questions early in the presentation? Please explain in the comment box at the end of the section. Yes2/2
  •  Total: 19/20
    19
    95

Comments on the Demonstration (Please describe your experience while touring with community with the agent.):

Chemere started the tour as we walked towards the elevators. She pointed out the mailboxes and package area and the call box to get into the building. She said they offer after school programs. They have a community room, provide yoga classes, and other resident events. As we entered the elevator, Chemere explained some of the differences in the floor plans.

We arrived on the 5th floor. She explained how pest control comes regularly for preventative maintenance.

We walked into the vacant. Chemere began at the door pointing out all the features of each area. Her demonstration was seamless. She mentioned the two parking spaces that each resident gets for free and the visitor tags I can get. She said I can call maintenance if any light bulbs go out or I had any other needs. She mentioned maintenance and swift service several times during the demonstration.

Chemere asked me a few times throughout the tour what I thought and if I had any questions. She told me it was $1,156 monthly and residence pay for their own electric. She explained water, trash, and sewage are included. She said the swimming pool is covered in the rent as well. I asked about a gym and she told me the closets gym was LA Fitness. She shared she was a member and liked it. She also shared she has lived in the area for about 10 years and loves it. She told me a lot about the local area conveniences. She explained Sligo Creek for biking, running, dog walking, and more.

I asked if there were any problems with car break-ins. She said crime can happen anywhere and they have cameras in the parking lot. She said right now they have two 1 bedrooms available. She asked me about a floor preference.

Chemere began to wrap the tour up by asking me what I thought again. I said I had some other places to see today. She said she would follow up with me the upcoming Tuesday. She explained how they had 10 washer and dryers in the laundry room and the card machine to pay for each load.

We went back to the leasing office. I indicated over the phone my move date was flexible.

Closing - 30 points possible

  • 1. Did the Leasing Professional invite you back to the leasing office following the tour?Yes1/1
  • 2. Did The Leasing Professional discuss rental rates positively and confidently?Yes1/1
  • 3. Did the Leasing Professional create a sense of urgency? If you answered "Yes" to one of the following two questions then check "Yes" in this box for full credit. Yes2/2
  • 4. Did the Leasing Professional mention current specials?N/A0/0
  • 5. Did the Leasing Professional make you feel welcome at the community? (Please explain in detail in the comment box following this section.)Yes2/2
  • 6. Did the leasing professional attempt any of the following closes? A maximum of 8 points can be earned if the leasing consultant asked two of the four questions. If two of the four questions were answered, then check “Yes” in this box for 8 points. If no, then check this box “No” and no points will be earned. Yes8/8
  • 7. Did the Leasing Professional ask you to fill out an application?N/A0/0
  • 8. Did the Leasing Professional ask you question that generated a yes or no answer? Yes0/0
  • 9. Did the Leasing Professional use assumptive phrases (ex: "your apartment", "you'll love living here", etc.?Yes0/0
  • 10. Did the Leasing Professional use a closing technique not listed above? (Please specify in the comment box at the end of the section.)No0/0
  • 11. Did the Leasing Professional attempt to schedule another visit to the community?Yes0/0
  • 12. Did the Leasing Professional provide you with any promotional material (business card, brochure, floor plans, etc.)?Yes2/2
  • 13. Did the Leasing Professional suggest you visit the company website?No0/0
  • 14. Based on the Leasing Professional's presentation, would you have leased an apartment?Yes10/10
  • 15. If unable to meet your needs, did the Leasing Professional refer you to another community?N/A2/2
  • 16. Did the Leasing Professional do or say anything to make your visit "extraordinarily" memorable? (Please explain in the comment box at the end of the section.)No0/0
  • 17. Did the Leasing Professional ask permission to keep in touch?Yes2/2
  •  Total: 30/30
    30
    100

Closing Comments (Please explain all the details of how the agent attempted to close you at the end of the onsite visit. Also, explain your reason for not leasing that same day.):

We went back to the leasing office. Chemere gave me my ID back and she gave me one sheet to take with me. The sheet listed “The Required Documents List”. I asked for a business card and she gave me her Property Manager’s card. She told me her cards haven’t come in yet. She confirmed my phone number and asked if we could connect on Tuesday, February 18th as a follow up. She thanked me for calling and the onsite visit ended.

Overall, Chemere was professional, well dressed, and very thorough in her demonstration. She asked me many times what I thought. I felt like a had enough information to make an informed decision.

Fair Housing

  • 1. Did the Leasing Professional say or do anything to discourage you from leasing due to any issues that could have been perceived as discriminatory? No0/0
  • 2. When ask about the majority types of people that live in the community did the Leasing Professional say "We rent to anyone that qualifies" or something similar?Yes3/3
  • 3. When you asked, "What kind of security do you have?" or "Is this a safe area?", how did the Leasing Professional respond? (Please answer in the comment box at the end of the section.)Yes2/2
  •  Total: 5/5
    5
    100

Comment (This is mandatory that you answer question #3 in the Comment Box).:

Chemere reminded me that crime can happen anywhere. She assured me they had cameras in the parking lot and the entrance came with key fobs.

Follow Up - 24 Hours - 15 Possible Points

  • 1. Did you receive a follow-up thank you call and/or email within 24 - 48 hours of your visit?No0/10
  • 2. Did the leasing consultant follow up again within 5 business days?No0/5
  •  Total: 0/15
    0
    0

Comments:

I have not received any follow up since my visit.

Performance Evaluation

Total Phone Score: 82%
On Site Score: 78%
Total Score: 0%

General Questions